Call Centre Operator (4on 4off) 12 Month FTC

KBR, Inc.; Swindon; On-site; GBP 20,000 - 25,000; Full time

Job summary

A global project management company in Swindon seeks a Call Centre Operator for a 12-month fixed-term contract. You will work on a 4 on 4 off shift pattern, handling customer inquiries and ensuring high service levels. Essential qualifications include GCSE Maths and English. The role involves resolving queries and maintaining accurate records. Opportunities for improvement and performance ownership are encouraged.

Qualifications

• GCSE or equivalent in Maths and English required.
• Eligibility for or possession of security clearance needed.

Responsibilities

• Act as initial point of contact for customer requests.
• Coordinate and track customer service requests.
• Resolve queries and complaints effectively.
• Create accurate data records for request resolutions.
• Enhance customer perception of the service.
• Own performance and seek improvement opportunities.
• Ensure high standard of customer service always.
• Stay updated with changes across the team.
• Comply with KBR’s Zero Harm policy for safety.

Education

GCSE (or equivalent) Maths and English

Job description

Call Centre Operator (4on 4off) 12 Month FTC

KBR Government Solutions delivers unique, fast-paced and challenging projects throughout Europe, the Middle East and Africa – our clients include UK and overseas Governments with projects operating in defence, infrastructure, facilities management and construction sectors. The range of projects and programmes we work on are extremely diverse (varying from provision of “life support” services to the military to Portfolio, Programme & Project management to Consultancy services), resulting in a variety of work and a genuine claim that no two days are the same.

Your Role

Our busy contact centre has opportunities for an enthusiastic Helpdesk Operator to join us on a 4 on 4 off basis (this is 4 days on 4 days off and the shift patterns will rotate across mornings, afternoons and nights). Under close supervision, you will be operating in the contact centre, answering calls in a timely fashion and according to guidelines. You will take action using basic knowledge of the company policy and processes to meet client needs.

Core Responsibilities And Duties

• To act as the initial point of contact for the customer, collating and recording all relevant details of requests, providing accurate and relevant information
• Responsible for the co‑ordination of customer service requests to be sent out to the supply chain and chasing progression of work orders
• Responsible for resolving queries and complaints by applying a first call resolution plan to each call
• To create accurate data records containing all relevant information to enable requests to be resolved to time and to the standard required
• To enhance the customer’s perception of the service by exceeding their expectations and delivering solutions in a customer focused and a timely manner
• Takes ownership for own performance actively seeking opportunities to improve and develop
• Ensure the highest standard of customer service at all times
• To take action to keep up to date with changes across the team
• Comply and embrace KBR’s Zero Harm policy to encourage safe and secure working environments

Qualifications

Essential:

• GCSE (or equivalent) Maths and English
• Hold, have held or eligible to apply for security clearance